Mary Ofosu

Managed the day-to-day operations of the client relations department, overseeing a team of 5-9 professionals.

Achieved and maintain a Service Level Agreement (SLA) of 96% for timely client support.

Conduct extensive market research to identify trends and opportunities, informing client needs and various approaches to solutions.

Successfully manage key client relationships, ensuring satisfaction and retention

Collaborated with the quality control team to develop and launch new training material, resulting in streamlined processes and increased client and employee satisfaction.

This initiative improved the company's Google review rating from 1.1 to 3.0.

Effectively resolved client escalations, ensuring customer concerns were addressed promptly and satisfactorily.

Leverage data collected through client interactions to create an automated prompter and chat option to improve client experience.

Act as a key liaison with top vehicle manufacturing dealerships, banks, and clients to uphold contracts and facilitate clients' growing financial requirements.

Collaborate with various departments, insurance companies, police, and lawyers to manage property damages and loss incidents, demonstrating strong cross-functional communication and problem-solving skills.

Design and execute multimedia campaigns for clients, resulting in significant revenue increases.

Manage an online following of over 500k organic Instagram followers, fostering a strong community and driving brand loyalty.

Negotiate media placements to maximize campaign reach and impact.

Develop comprehensive marketing strategies for both in-house and client products.

Establish highly effective promotional methods through meticulous market research and analysis.

Stay up-to-date with industry trends and emerging social media platforms

Plan, implement, and monitor clients' social media content and campaigns, maintaining a remarkable 90% success rate.

Strategize and develop engaging video content for clients' websites and social media publications, enhancing brand visibility and engagement.

Provided clients and dealers with education, information, and support for their account maintenance through a minimum of 37 inbound calls and 42 inbound emails daily.

Partnered with the partner bank to establish payment arrangements for clients, ensuring timely and effective resolution of payment issues.

Cooperated with credit bureaus to confirm and correct reports of clients' activities, maintaining accurate credit profiles and resolving disputes.

Explained lease terms, policies, and procedures to prospective lessees, fostering clarity and transparency.

Shadowed and provided on-the-job training for new hires, contributing to their successful onboarding and integration into the team.

Investigated and analyzed suspected fraudulent claims and transactions, ensuring thorough and accurate assessments.

Reviewed and validated customer claims, verifying the authenticity of documentation and supporting evidence.

Collaborated with law enforcement agencies, financial institutions, and internal teams to gather and share information on fraudulent activities.

Conducted in-depth research and data analysis to identify patterns and trends indicative of fraud.

Assisted in the development and implementation of fraud prevention strategies and policies.

Prepared and submitted comprehensive reports detailing findings and recommendations for action.

Played a key role in reducing fraudulent claims by 17% in 4 consecutive months.

Maintained strict confidentiality and complied with industry regulations and standards.

Conducted training sessions to educate team members on the latest fraud detection techniques and industry best practices.

Led and coached a high-performing call centre sales team of 28.

Achieved top performance as a chat sales representative, consistently ranking as the best seller with up to 82 weekly sales.

Maintained a deep understanding of the industry and market trends to stay competitive.

Developed and executed sales strategies to achieve and exceed revenue targets.

Identified and pursued new business opportunities, expanding the customer base by 77% .

Provided training and mentorship to sales representatives, resulting in a 28% revenue increase in the unlikely client base .

Monitored and analyzed sales metrics to track performance and adjust strategies accordingly.

Ensured compliance with company policies and industry regulations.